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Intermediate Travel Broking Consultant

4 months ago

Sandton, South Africa RMV Solutions Pty Ltd Full time
Job Description

Intermediate Travel Broking Travel Consultant
Sandton, Gauteng

Manual ticket issue experience is compulsory

Our client provides a global infrastructure that delivers tailored and flexible solutions to meet Travel Management needs.

PURPOSE OF THE JOB

The individual in this position should proficiently handle the travel booking process at an intermediate level, leading to a travel service delivery that is efficient, effective, and cost-conscious, setting our client apart.

Key Accountabilities and Responsibilities for Efficiency:

  • Maintain a low error ratio for all online/offline transactions.
  • Achieve a 95% online adoption rate.
  • Answer 99% of calls promptly.
  • Adhere to Call SLA criteria at a 90% rate.
  • Ensure 95% accuracy on QC checks for reservations.
  • Consistently monitor and take action on the Consultant Dashboard within the in-house system.
  • Provide consultation on GDS systems such as Sabre, Galileo, Amadeus, etc.
  • Handle car, air, transfer, B&B bookings both online and offline.
  • Complete reissues accurately.
  • Efficiently manage travel bookings for domestic and international routes.
  • Process refunds accurately.
  • Utilize corporate or client fares when applicable.
  • Stay composed and assist clients or consultants during emergencies promptly and at the best available fare.
  • Follow all client and internal policies.
  • Participate in all mandatory monthly and ad-hoc training sessions provided by the client.

Quality Control (QC)

  • Policies and Procedures
    • Ensure alignment with all client policies and procedures on the Dashboard as covered during induction.
    • Understand, sign, and uphold the client's code of conduct.
    • Proficiency in paperless procedures.
  • Standard Operating Procedures (SOP)
    • Comprehend and follow the SOP procedures, aligned with ISO 9001 standards.
    • Adherence to the client's SOP (Standard Operating Procedure).
  • Preferred Partners and Client Profiles
    • Familiarity with preferred partners of both our client and the client.
    • Strategic approach in quoting preferred partners for Profit Performance.
    • Verify accurate fee transactions upon finalizing bookings.
    • Invoice all transactions on the day of issuance.
    • Invoice all ECC charges the following day.
    • Navigate the system efficiently to provide clients with the best rates as per their requirements.
    • Accurately document required client references for offline bookings.
    • Identify additional income and savings opportunities for the client in Inland Operations.
    • Correct issuance, checking, and emailing of all offline vouchers to clients and suppliers.
    • Cost-conscious mindset for both our client and the client's satisfaction.
    • Adherence to clients' travel policies and procedures.
    • Understanding of customer market practices in retail travel.
    • Awareness of security restrictions.
    • Client-centric mindset to go the extra mile.
    • Establish relationships with our client's clients.
    • Immediate attention to any client complaints: external, internal, interdepartmental clients, and suppliers.
    • Adhere to client/client turnaround times.
    • Ability to read and understand all traveler and client profiles.
  • Inter-departmental Business Relationship
    • Attendance at company meetings, functions, and team-building events.
    • Cultivate multi-level relationships within our client.
    • Networking at industry-related events.
  • Company Culture
    • Act as the ambassador of our client.
    • Embody the Step-Up values:
      • Integrity
      • Personal Accountability
      • Commitment to quality
      • Respect
      • Empowering our people
      • Leadership
      • Passion
      • Embrace diversity
  • Job Challenges
    • Handle volume, pressure, multitask, and prioritize effectively.
    • Work independently and self-manage tasks.
    • Provide consistent, high-quality service while following SOP and SLA.
    • Focus on client retention by building strong relationships and creating positive experiences.
    • Troubleshoot and problem-solve creatively.
    • Be a team player, self-motivated, and solution-driven.


Requirements
  • Educational Requirements
    • Matric Qualification.
    • Travel Diploma.
  • Experience in Years
    • Minimum of 2 years' experience.
  • Knowledge
    • Proficiency in GDS (Galileo or Amadeus)


Requirements
Galileo Amadeus Ticketing (manual)